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Salary: EUR 160,000 - 220,000 / annual
Anthropic is seeking a Partner Success Lead to own the delivery outcomes of customer engagements executed through consulting and systems integration partners across EMEA. This is a high-impact operations role focused on ensuring partners successfully deliver Claude implementations, drive customer adoption, and build repeatable practices.
You will manage a portfolio of 10–30 concurrent customer engagements matched to managed partners. Your core accountability is ensuring each engagement completes on scope, the customer's Claude usage grows and sustains, and the partner is positioned for repeat business. You will own the full lifecycle from partner match through completed outcome, tracking scope, timeline, blockers, and consumption trends weekly.
Key responsibilities include:
- Owning every customer engagement in your book from partner match to completion, with weekly visibility into state, scope, timeline, blockers, and Claude usage trends.
- Running weekly delivery reviews across your book and escalating stalled or at-risk engagements with diagnosis, ownership, and specific asks.
- Unblocking issues across partner capacity, scope creep, customer readiness, product questions, deal conflicts, and partner work quality.
- Tracking delivery quality metrics: on-time completion, time-to-completion, delivered consumption, weekly active use, and at-risk account trends.
- Building senior relationships with managed partners' practice and delivery leadership to establish executive trust for restaffing, escalation, and investment decisions.
- Building each partner's Claude practice through certified bench depth, repeatable offerings in chosen industry lanes, and published customer stories.
- Converting proven moves into reusable methodology: engagement review packs, unblocking plays, and practice-building guides shared across the partner ecosystem.
- Running quarterly practice reviews with each managed partner's alliance and delivery leads, setting joint goals on completed engagements, adoption, certifications, references, and positioning.
- Presenting and persuading across audiences: partner executives, delivery practitioners, customers, and Anthropic leadership.
- Stewarding co-investment and program funding requests against stated outcomes and milestones.
- Coordinating handoffs with Partner Sales, Partner Delivery, Partner Account Managers, Customer Success Managers, and direct sales on joint accounts.
- Instrumenting your book with key metrics: engagements in flight and completed, stall rate, days to unblock, delivered consumption per partner, certified practitioner counts, and partner health trajectory.
- Running your book Claude-first: using telemetry to draft diagnoses, Claude to draft review packs and escalation briefs, and feeding field insights back into playbooks and health rubrics.
Requirements:
- Experience owning a high-volume book of 10–30 concurrent customer engagements, projects, or accounts to completed outcomes in partner success, customer success, delivery management, or technical account management roles.
- Demonstrated ability to build structure, clarity, and programmatic motions from in-flight work while delivering engagement-by-engagement. You should have written operating artifacts (review formats, checklists, plays) that others executed independently.
- Track record tied to completed work and customer behavior (on-time delivery, adoption, retention, consumption, expansion) rather than contract signature, with an operating rhythm you built to hit targets.
- Judgment on delivery quality: ability to review partner engagement plans and scope to assess on-time completion and usage impact, and ask follow-up questions that surface real risks.
- Escalation and unblocking judgment across a matrix (partner, customer, direct sales, customer success, product): knowing which stalls belong to whom, getting help fast, and staying engaged to resolution.
- Convincing speaker and presenter to all audiences: partner executives, delivery practitioners, customers, and internal leadership.
- Deep understanding of customer success in usage-based businesses; experience holding a metric tied to customer behavior and acting on consumption trends.
- Sufficient technical fluency to be credible in delivery reviews. You do not need to code but can follow a partner architect's walkthrough of a real Claude engagement and ask substantive follow-up questions.
- Active daily use of Claude or another large language model as part of your work: preparing reviews, drafting account plans, analyzing your book. You will be asked to walk through a recent deliverable.
- Bachelor's degree or equivalent combination of education, training, and professional experience.
- A field of study relevant to the role as demonstrated through coursework, training, or professional experience.
Preferred qualifications:
- 5–8 years working with consulting and systems integration partners, or in delivery-facing customer success at a software company, cloud platform, or partner-led business.
- Direct experience with systems integrators (global firms such as Accenture, Deloitte, Capgemini, Infosys, TCS, Wipro, or regional and boutique firms) and understanding of how their delivery practices are staffed and run.
- Experience running at-risk or red account reviews and turning stalled work around.
- Experience anchoring a surge team: setting the playbook and review pack that contract or offshore delivery coordinators ran, and holding the quality bar across them.
- Depth in a specific industry vertical (financial services, healthcare, public sector, retail, manufacturing) where you have carried a book of partners or customers.
- Experience stewarding co-investment or market development funding against specific outcomes, with formed opinions about what works.
- Experience running quarterly business reviews with consulting firm practice leads and a sense of what makes them productive rather than ceremonial.
- Experience on a new team where the operating model was being written while you ran the book, and you shipped both.
